Director, Infrastructure – Contact Center Business Analyst

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Act as a vital link between business stakeholders and technical teams, assessing intricate business requirements and converting them into effective system integration solutions.

• Play a significant role in enhancing data connectivity, refining business processes, and ensuring smooth communication across enterprise applications.

• Collaborate closely with customers to thoroughly understand business challenges; identify, analyze, and convert business needs into functional specifications.

• Work in tandem with Project Management and Development teams to implement solutions.

• Analyze requirements, create detailed designs for the implementation of technical work, and define implementation and testing protocols.

• Design the IVR caller experience for both DTMF and speech-enabled applications.

• Create and design effective speech user interfaces, including call flows, dialogs, functional logic, prompts, and grammars to meet established requirements.

• Collaborate with the Development team to ensure successful implementation of IVR design specifications.

• Address any implementation issues impacting the design and overall IVR experience.

• Design post-IVR call routing flows.

• Evaluate the user interface performance in terms of metrics and caller experience, suggesting specific improvements to enhance client satisfaction and transaction completion.

• Serve as a subject matter expert in the Contact Center Domain for our technology solutions (IVR, Conversational AI, Routing, SMS, Chat, Outbound, Recording, etc.)

⛳️ Requirements

• Over 5 years of industry experience in IVR Voice User Interface design for conversational speech recognition applications and self-service solutions.

• Comprehensive experience across various Contact Center Technology domains, including expertise in current IVR and speech recognition standards, Chat, Conversational Bots, CTI, Interaction Routing, Outbound, Workforce Management, and Call Recording.

• Proficient in writing Voice User Interface design specifications adhering to standard practices for error recovery and universal help.

• Experience in full lifecycle development projects (products being developed from the ground up) to demonstrate an understanding of business and technical needs and roles.

• Experience in developing call flows for complex applications, including data-driven interactions and Contact Center routing for calls, emails, and chat interactions.

• Experience designing both call steering and self-service applications.

• Strong analytical and problem-solving abilities, with the capacity to deconstruct complex business challenges.

• Excellent written and verbal communication skills, complemented by strong interpersonal abilities.

• Proficient in creating detailed documentation, process flows, and technical specifications.

• Ability to work collaboratively in cross-functional teams while managing multiple priorities.

• Strong organizational skills and meticulous attention to detail.

🏝️ Benefits

• Health insurance

• Professional development opportunities